Lesson 1.3
Phone, WhatsApp & Digital Communication
Estimated time: 6 minutes
For many businesses, the customer’s first contact happens through:
- phone calls
- website chat
- another digital platform
That means your digital communication is part of the customer’s experience of the business.
Poor
“Wat do u want”
Better
“Good afternoon. Thank you for contacting us. How can I help you?”
Professional communication does not mean writing long, overly formal messages.
It means being:
- clear
- respectful
- readable
- accurate
- helpful
Avoid
- one-word answers when explanation is needed
- unnecessary abbreviations
- sarcasm
- arguing through messages
- sending angry voice notes
- ignoring important questions
- sending information you have not verified
- promising a response and disappearing
- discussing customers disrespectfully in business groups
When You Do Not Know the Answer
Do not guess.
Say:
“I don’t have that information yet. Let me confirm and get back to you.”
But remember:
“Let me check” creates a responsibility to follow up.
If you promise to respond, respond.
Even if the final answer is not ready.
Voice Notes
Voice notes can be helpful.
But think about the customer.
A four-minute voice note may be inconvenient when three written sentences would answer the question clearly.
Business Group Communication
A business WhatsApp group is still a professional environment.
Do not use it to:
- embarrass someone
- insult a customer
- mock a complaint
- argue emotionally
- expose information unnecessarily
Remember
Treat digital communication as though it could be forwarded.
Before you send something, ask:
Would I be comfortable if my manager, the customer, or the business owner saw this message?